Co-op Legal Services using AI to rate workers’ phone calls to customers

Whistleblower says recording and analysis of all probate calls is ‘oppressive and dystopian’

The Co-op has become the latest employer to place workers under AI surveillance with an automated listening technology that rates every phone call some of them make to customers.

In a system described as “oppressive and dystopian” by a whistleblower, Co-op Legal Services is using AI models to record, analyse and award a percentage score for interactions between agents and customers seeking advice about probate, wills and estates.